landlordelectricalsafetycertificate.co.uk

Our policies

Refund Policy

Cancellation, rescheduling, abortive visits, and when you get your money back.

This policy covers what happens to your money if a job is cancelled, cannot be completed, or was not done properly. It applies alongside your statutory rights, which it does not affect.

No payment is taken by this website

The enquiry form takes no payment and confirms no booking. It opens a conversation. You are not charged anything until an inspection has been agreed with you.

Your statutory right to cancel

Where you are a consumer and the contract was made at a distance or off our premises, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from making the contract to cancel for any reason and receive a full refund.

Two things to know about that right:

  • If you ask us to carry out the inspection inside the 14-day period and we do so, you lose the right to cancel once the service is fully performed. We will tell you this before you agree to an earlier date.
  • If you cancel after we have started but before completion, we may charge a proportionate amount for what was actually done.

Where you are booking as a business — most landlords with a portfolio are — this statutory right does not apply, and the terms below govern instead.

Cancelling or rescheduling

  • More than 24 hours before the appointment — cancel or move it at no charge, and any payment made is refunded in full.
  • Within 24 hours — we may charge up to [LATE CANCELLATION FEE] to cover the reserved slot and travel already committed.
  • Rescheduling by us. If we have to move an appointment we will offer you the earliest alternative. If that does not suit, you may cancel and receive a full refund.

Abortive visits

If our electrician attends at the agreed time and cannot carry out the inspection, we may charge an abortive visit fee of [ABORTIVE VISIT FEE]. This applies where:

  • nobody is there to give access, or the keys or codes do not work;
  • the consumer unit or the circuits cannot be reached;
  • there is no electrical supply to test;
  • the property is materially different from what was described and cannot be inspected within the time booked;
  • conditions at the property make it unsafe for our electrician to work.

We will not charge an abortive fee where the reason was ours, or where you told us in advance and we could reasonably have avoided the visit.

If the work was not right

Under the Consumer Rights Act 2015 a service must be carried out with reasonable skill and care. If ours was not:

  • we will return and put it right at no charge;
  • if it cannot be put right, or we fail to do so within a reasonable time, you are entitled to an appropriate reduction in price, which may be a full refund;
  • where an error in the report itself is the problem, we correct and reissue it at our cost under the Corrections Policy.

An Unsatisfactory outcome is not a fault in our service and is not grounds for a refund. You are paying for the inspection and the report, not for a particular result. Finding defects is the inspection working.

Remedial work

Remedial work is quoted and agreed separately, and is refundable on the same basis as above. You are never obliged to have remedial work done by us.

How refunds are paid

Refunds go back by the method you paid, to the same account, within 14 days of us agreeing the refund. We do not issue credit notes in place of a refund unless you ask for one.

Disputes

If you disagree with a decision under this policy, use the Complaints Policy. Please do not raise a chargeback before giving us the chance to resolve it — it is slower for both of us.

Contact

If you have a question about this policy, or you want to exercise a right set out in it, reach us on 020 3386 1854, by email at [GENERAL ENQUIRY EMAIL], or through the enquiry form. We aim to acknowledge within two working days.

Last updated 9 September 2026

This page is general information, not legal advice. It has not been reviewed by a solicitor.